Merchant Success Manager, Mid-Market

2 weeks, 1 day ago
Full-time
Mid Level
Customer and Technical Support
Loop Returns

Loop Returns

Loop Returns is a return management platform that revolutionizes the post-purchase experience, saving time and money for ecommerce brands while driving customer loyalty.

Internet Software & Services
51-250
Founded 2017
$125M raised

Description

  • Own retention, renewals, expansion, and retraction mitigation across an assigned merchant portfolio.
  • Prioritize accounts using merchant goals, health signals, engagement, product usage, and renewal timing.
  • Lead complex renewal and commercial conversations with merchant stakeholders.
  • Partner with Account Executives to cross-sell Loop products to existing merchants.
  • Host quarterly business reviews and maintain proactive, consultative account relationships.
  • Increase product adoption by communicating relevant feature updates and business value.
  • Collect and communicate merchant feedback and recurring product themes internally.
  • Use AI, automation, templates, and operating rhythms to improve portfolio efficiency.
  • Collaborate with Sales, Onboarding, Support, Product, Solutions, and other teams to resolve merchant needs.
  • Maintain accountability for the overall merchant experience, including issues owned by other teams.

Requirements

  • 3+ years of customer success or account management experience with mid-market or enterprise B2B SaaS customers.
  • Experience managing accounts through renewals and successfully renewing multiple accounts.
  • Demonstrated accountability for achieving or exceeding revenue goals.
  • Experience identifying and closing expansion opportunities within existing accounts.
  • Ecommerce industry experience preferred.
  • Experience using data to analyze customer performance and create value stories.
  • Experience mitigating churn and increasing product feature adoption through proactive engagement.
  • Strong understanding of customer journey stages and corresponding communications.
  • Experience managing a sizable portfolio with strong organization, responsiveness, and proactive engagement.
  • Ability to use AI or automation, collaborate cross-functionally, and influence without direct authority.

Benefits

  • Blended Working Environment with hub and secluded locations across the United States and select international regions.
  • Opportunity to work with a commerce operations platform trusted by more than 5,000 brands.
  • Career growth and development in a fast-growing company.

Interested in this position?

Apply directly on the company website

Apply Now

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